Stelario Casino - Player’s withdrawal has been cancelled.

Hello, so I deposited 60€ using my paysafecard account under my name and played it up to 94€ when I tried to withdraw it I was emailed that I need to verify my account by sending them documents and pictures of a third party ( My mother) because I had used her credit card for a deposit months ago. Now I dont have any right to give anybody documents of a third party and Stelario casino has no right to ask for documents / information of a third party. I have verified my account with my own documents and information a long time ago and never had any problems until this withdrawal. Now when I try to log into my account it says it was locked due to "gambling addicion" which is absurd. They refuse to send me my withdrawal because I cannot give them documents of a different person. It doesnt even make sense because I made the deposit with my paysafecard account with my name and not somebody else so it doesnt make sense that they would refuse to send this money until they receive somebody elses documents. Now that I told them they have no right to ask for documents of a third party and I dont have a right to give them, they have fully locked my account and refuse to refund my recent deposit or sendm my withdrawal.

Dear winnah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

8.4. An account owner can:

- deposit funds to his account by using only his personal credit card or personal account opened with a Financial institutions or its licensees;

- it is forbidden to provide access to the account to third parties, including for making deposits or withdrawing funds. An account owner agrees that his account is for his own use only;

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela 

Dear winnah,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We are unable to carry out any further investigation or provide potential solutions due to the lack of response from the player. As a result, we have closed the case, but the player is free to reopen the complaint at any time.